MIS 9006

Defining Service level Agreements as a Basis for IT Outsourcing

Undergraduate credit
Effective January 12, 2004 – Present

Graduation requirements this course fulfills

In the search for ways to gain control over the increasing reliance on IT, the Information Technology Infrastructure Library (ITIL) is emerging as a best practice for process development. This workshop will show you how to apply the service-oriented approach of ITIL to IT management. It will demonstrate how ITIL can facilitate the alignment to business objectives of the information technologies employed to support them. This workshop also address ITIL's use in the development of integrated processes that are responsive to business movement, and that enable the creation of external as well as internal Service Level Agreements (SLAs). Participants will also learn about ITIL's role in the outsourcing of IT.

Learning outcomes